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2 Thank you for participating in our heuristic evaluation of the [vendor name] software product. Your feedback is valuable and will help us make a more user-friendly system. Background What is heuristic evaluation? Heuristic evaluation is a recognized method for finding usability problems in user interfaces so that these problems may later be addressed in the development and/or refinement of the software. The process of heuristic evaluation utilizes a small set of evaluators (usually 3-5) who independently examine the interface and judge its compliance with generally recognized usability principles, dubbed heuristics. Heuristics are rules of thumb for designing usable products. Evaluators are also encouraged to suggest possible solutions for each heuristic violation they find. Why conduct heuristic evaluation? Research shows a clear linkage between usability problems and user errors. Through the identification of usability problems, we can pinpoint the potential trouble spots that are likely to cause errors. Heuristic evaluation is a proven method for finding a significant portion of both major and minor problems in a software product. Description of the Evaluation Process A heuristic evaluation session typically lasts 1 to 2 hours. The process of evaluation consists of reviewing the interface and comparing it with a list of heuristics (detailed in the following section). You will be presented with a fake patient case and then be asked to complete a series of tasks using the EHR software, based on the information that we give you. We also ask that, if time allows, you review the system in its entirety for elements that were not covered in the task scenarios, paying particular attention to the interaction between various system components. You will be observed during the evaluation process, and we will also be on hand to answer any questions you may have. An audio tape recording of your evaluation will be made only to ensure the accuracy and completeness of our observation, and will be destroyed immediately upon verification. Please talk aloud as you progress through the tasks so that we may gain insight into your thought process as you encounter usability problems, referencing the heuristic principles that are violated in each case. Please be as specific as possible, and keep in mind that even though major problems are the most important ones to find and fix, minor problems are still relevant. After we compile the heuristic violations from all of the evaluation sessions, we will send you the aggregated list and ask you to rate the severity of each violation. In addition, we ask that you participate in a debriefing, which will last approximately 1 ½ hours. 1 5/12/2010

3 List of Heuristics 1. Consistency Standards and conventions should be followed for all system elements/attributes including color, layout/position, font/capitalization, and terminology. Words, situations, and actions should also mean the same thing in different areas within the same system. 2. Visibility Are buttons/commands that perform the same action named consistently across all screens in the system? Are menu names consistent in both grammatical style and terminology, both within each menu and across screens? Do online instructions appear in a consistent manner across screens? The system should provide concrete and specific feedback for what can be done in its current state and what change is made following an action undertaken by the user. Appropriate visual feedback and display of information should be built into the system to keep users informed of what is going on within a reasonable amount of time. Feedback should also be used to signal clear closure following the completion of an action. Is there visual feedback in menus or dialog boxes about which choices are selectable? After the user completes an action, is there feedback to indicate which action/group of actions can be undertaken? If there are observable delays in the system s response time, is the user kept informed of the system s progress? 2 5/12/2010

4 3. Match The system should speak the user s language, utilizing words, terms, and phrases that are familiar to the intended users. In addition, task components should follow real-world conventions that match user s mental model for how the task should be performed so that information appears in a natural and logical order. 4. Minimalist Are system options and tasks described in terminology familiar to users? Do icons represent real-world objects and/or actions and is their meaning immediately apparent to users? Are system components and tasks ordered in the most logical way? Always strive for simplicity; too much information placed on the screen at one time will detract from the task at hand. Simplicity does not mean abstract and general; instead, the system should contain progressive levels of detail as users work through screens to complete their tasks. Has unnecessary duplication of information been eliminated? Are object names brief, familiar, and descriptive? Can users choose to display or hide details of system elements (i.e. expanding or collapsing lists)? 3 5/12/2010

5 5. Memory Users should not be required to memorize information from one part of the system to another. All of the information that users need to complete a given task (or section) should be available on the screen. Ensure that information can be carried forward through the process and that the system employs hierarchical structures, default values and concrete examples whenever possible. 6. Flexibility Are all the data that a user needs on display at each step in multi-step tasks? On screens where the user can enter information, are elements that are dependent on other elements displayed when necessary? Are there appropriate menu selection/data entry defaults? The system should cater to both experienced and novice users and allow users to create customizations and shortcuts. System flexibility can also be achieved through the use of abbreviations, function/hot keys, and templates, among other elements. For system elements involving data entry, do users have the option of either clicking directly on an element or using a keyboard shortcut (i.e. F7 or Ctrl-P)? Does the system provide shortcuts for high-frequency actions? Are users able to avoid unnecessary steps through the use of templates? 4 5/12/2010

6 7. Error Informative system error messages should be displayed so that users can understand the nature of errors, learn from errors, and recover from errors. In addition, the system should be designed to prevent errors by eliminating error-producing conditions through the use of data checks, user confirmation options, and disabled controls when appropriate. Users should be allowed to recover from errors; the system should warn users of potential problems and support error correction. 8. Control Does the system warn users if they are about to make a potentially serious error? Do error messages inform the user of the error s severity as well as suggest the cause of the problem? If an error is detected in data entry, does the system highlight and draw attention to the error? Users should control the system, not the other way around. Users initiate the actions instead of simply responding to the system. Users should never be trapped into situations where they can t cancel or undo an action. The system should avoid surprising actions and unexpected outcomes. Can users easily navigate between different parts of the system? Can users cancel out of actions/operations in progress? Can users easily reverse their actions? 5 5/12/2010

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